Remote Mortgage Processing Leader

Mutual of Omaha Mortgage; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Vacation hours

Sick time

9 Holidays + Floating Day

Medical plans

Dental Coverage

Vision Coverage

Life Insurance

401K with match

Remote work

Legal Services

Employee Loan Program

100% Remote

Job summary

Mutual of Omaha Mortgage is seeking an Operations Leader for Direct Retail with a strong focus on client experience and risk controls. The role emphasizes coaching processing staff, guiding adherence to enterprise guidelines, and delivering superior customer service on mortgage loans.

You will ensure regulatory compliance and drive efficiency across the processing pipeline. The position requires leadership, the ability to manage multiple initiatives, and collaboration with sales teams to meet

Qualifications

• Minimum of 2 years Reverse Operations Experience
• (DE) Underwriting experience is preferred
• Supervise processing staff, provide guidance, training, and performance evaluations.
• Track performance metrics and generate reports to ensure tasks are completed accurately and within requires SLAs
• Work with the sales team to deliver excellent customer service
• Review escalations for resolution of complex issues
• Identify areas for improving process efficiency and recommend possible improvements
• Assists the Direct Retail Assistant Operations Manager with onboarding and training team members
• Understands government, regulatory and Mutual guidelines to ensure all loans meet these standards
• Ability to work well under pressure with multiple initiatives/deadlines occurring simultaneously
• Strong leadership, communication and organizational skills
• Other duties as assigned

Responsibilities

• Oversee Direct Retail Operations to ensure accurate application of enterprise guidelines and risk tolerance.
• Coach and evaluate processing staff and drive performance metrics.
• Collaborate with sales to deliver outstanding customer service and timely responses.
• Review escalations and resolve complex issues.
• Identify and implement process improvements to increase efficiency.
• Support onboarding and training for new team members.
• Ensure compliance with government and Mutual guidelines on loan files.

Skills

Leadership

Operations experience

Customer service

Process improvement

Regulatory awareness

Job description

Mutual of Omaha Mortgage is seeking an Operations Leader for Direct Retail with a strong focus on client experience and risk controls. The role emphasizes coaching processing staff, guiding adherence to enterprise guidelines, and delivering superior customer service on mortgage loans.

You will ensure regulatory compliance and drive efficiency across the processing pipeline. The position requires leadership, the ability to manage multiple initiatives, and collaboration with sales teams to meet